ComplaintsforBenchmark Climbing LLC

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I attempted to freeze my account, which previously had no charge (proof attached). Following that, I was charged a freeze fee (which I paid, but later disappeared from my account) as well as the months fee, while also receiving the notification that the freeze was successful. Assuming I no longer had to pay, I was surprised by the charge (for services I did not use and was notified had been frozen) and contacted them to resolve it. They clarified their policy- something I had not been updated on, and had not been in the waiver I signed though I can't currently find a copy of it- stating that the type of membership was discontinued and could not be frozen. I attempted to cancel my membership (which was also successful) but they continued to pursue the amount that they stated was owed despite saying that the freeze was successful. Today I attempted to enter the client portal and change my payment method only to receive an error message. So to summarize: I both attempted to freeze and cancel my account, using the client portal and talking to a customer service representative several times, only to be told that this could not be done even after it was confirmed through the ticket support system and billed for a month membership despite attempts to cancel the membership. And now I can't pay the outstanding bill owed despite attempting to communicate clearly before the membership renewal dates as outlined (before 72 hours before the date the membership fee is due). Even with these changes in writing I am not able to cancel or freeze the membership and I'm worried I'm going to have to pay the membership fee indefinitely.

  Business response

  09/15/2023

  Lavender was enrolled in our Barrier Breaker - Tier One (DISCONTINUED) membership. The price of this recurring monthly membership was recently updated from $30 to $50 for new sign **** That said, our organization decided to honor $30/month price point for all previously enrolled customers until they elect to cancel (See Terms and Conditions). While the price of this membership was updated, this customer was not effected by that change.
  
  As stated in the Terms and Conditions, freezes are not permitted for this membership type. A customer can request to freeze, but the membership's price will not be reduced. After this customer attempted to freeze, we promptly contacted them via email to explain why we could not fully process the freeze request (See "Freeze_1"). When the customer requested to cancel instead, our team politely instructed them how to cancel their membership through the appropriate channels (See "Freeze_2").
  Our Barrier Breaker - Tier One (DISCONTINUED) membership is a recurring EFT membership, which renews monthly from date of purchase. Customers are more than welcome to cancel their membership at any time, provided they submit a membership change request through the customer portal. Ultimately, it's up to each customer to manage their own membership and cancel through the appropriate channels when they're ready. This information is stated in the Terms and Conditions of the membership (see "Terms and Conditions), which our team communicates with each customer at the time of purchase. Customers wishing to review the terms and conditions of their membership may do so at any time by logging into their customer account and navigating to the "Memberships" section.
  
  This customer was aware of our cancellation policies and procedures, as evidenced by the successful submission of a freeze and cancellation request (see "Support Request_1 and Support Request_2"). They were also able to easily access and review the Terms and Conditions of their membership. In fact, they even submitted a screenshot of their membership's Terms and Conditions to the BBB. 
  
  Our organization prides itself on transparent and clear policies. Our cancellation policies and procedures are listed on our website FAQs page (***************************************) and the customer portal is easily accessible (*********************************************). If a customer is unable to access the portal due to technical difficulties, our team will make every effort to help them troubleshoot the issue, and will even honor emailed cancellation requests if all else fails.
  
  Ultimately, this customer was aware of the Terms of Conditions of their membership and able to cancel through the appropriate channels. The claim that they experienced technical difficulties and were unable to access the customer portal makes no sense considering the evidence they submitted.
  
  It is not uncommon for customers to have outstanding membership bills - credit cards expire, folks overdraft their accounts, banks block transactions, etc. ***** times, we simply need to update a customer's card info and retry the payment. Customers needing to update their payment method may do so through the customer portal and in-person at the front desk. When this customer requested to cancel, they still owed us for a month of membership dues, which our team politely attempted to collect (See Email Exchange_1) before closing out the account. In lieu of paying the outstanding membership dues or visiting the facility to resolve the issue, this customer became frustrated and submitted a report to the BBB.
  
  In spite of all of this, our team still graciously offered a full refund for the customer's last month of membership dues and made every effort to politely and professionally resolve the issue (See Email Exchange_1 and Email Exchange_2).
  
  Thank you for your consideration.
  
  

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